BetorSpin Casino - A retirada do jogador está atrasada.

Good afternoon,

Betorspin has been saying that they're verifying my account since December 2024. They haven't given me any concrete response, they just don't want to pay out my funds. The live support has stopped responding. Please, this site claims they will pay me but doesn't want to resolve the issue. I need help. Thank you.

Boa tarde,

O betorspin diz que está a verificar a minha conta desde dezembro de 2024. Não me dão qualquer tipo de resposta concreta, só nao querem pagar os meus fundos. O live support deixou de responder. Por favor este site afirma que me vai pagar mas nao quer resolver a questão. Preciso de ajuda. Obrigado

Dear luizabrao17,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Dominika

they never asked for kyc, and i never played bonus.

the site doesn't even have a way to upload the kyc

nunca pediram kyc, e nunca joguei bonus.

o site nem tem forma de dar upload nos kyc

Dear luizabrao17, you are not blocked from the chat; I tested it myself and noticed that live chat isn't always available. Have you tried reaching out to the casino via email? This is the information I found in the contact section:

E-mail

For questions and requests, please email us at support@betorspin.com and enter your name and account number.

For all other questions or offers, please email us at info@betorspin.com

Use the address docs@betorspin.com to send us your verification documents.

i tried to send my documents to the email doesn't even exist... the email didn't go through. i'll send you a screenshot. Does betorspin really want to pay out my funds or are they joking?

tentei enviar os meus documentos para o docs@betorspin.com o email nem existe... nao entrou o emai. vou mandar screenshot. O betorspin quer mesmo pagar os meus fundos ou tao de brincadeira?

Dear luizabrao17, have you tried contacting the casino using other emails? Have you been able to get in touch with them?

What exactly has the casino been verifying since December if they have not requested any KYC verification from you?

Did you play casino games or bet on sports?

I bet on sports. Yes I tried and still 0 response. And the live chat simply never works now. It's not just at certain times as they say. Please help me get my funds back. Betorspin is really acting in bad faith and does not want to pay the 4300 reais, they do not answer me anywhere, neither email nor live chat. Thank you

Apostei em Esportes. Sim tentei e ainda 0 resposta. E o chat ao vivo simplesmente nunca funciona agora. Não é só em certos horários como eles dizem. Por favor ajudem me a recuperar os meus fundos. O betorspin está mesmo a agir de má fé e não quer pagar os 4300 reais, não me respondem em lado nenhum, nem email nem chat ao vivo. Obrigado

Dear luizabrao17, are you able to access your casino account, or is it blocked?

I can, but no survey methods. 0 chat response. and research for 3 months now.

Consigo, mas sem métodos de levantamento. 0 resposta do chat. e investigaçao durante 3 meses ja.

Thank you very much, luizabrao17, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear luizabrao17,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done once they reply.

Dear BetorSpin Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Please specify if the player is requested to pass KYC before their withdrawal requests can be processed. Explain why the email for documents you provide on your website (dosc@betorspin.com) does not exist.

I'm looking forward to hearing from you. If you have any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

good afternoon, so is betorspin going to make a statement? or is it just going to cheat me out of the 4300 reais? They've blocked my payment methods and disabled Live Chat on purpose. Can they pay me or will they be labeled as scammers? A sports betting site that claims to be trying to legalize itself in Brazil. Pay the players what they owe.

boa tarde, entao o betorspin vai se pronunciar? ou vai só mesmo burlar me os 4300 reais? O suporte nao dá eles me bloquearam os métodos de pagamento, e desabilitaram o Live chat, propositadamente. Podem me pagar ou vão ser rotulados de burlões? Um site de aposta desportiva que afirma estar a tentar legalizar se no brasil. Paguem o que devem aos jogadores.

Dear luizabrao17,

I have tried to contact the casino but there has been no response. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Control Board (https://www.gamingcontrolcuracao.org/contact). Although the regulator states that it won't handle disputes between players and operators, it's still worth sending them a message. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint to GCB or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia